How to enable Remote Assistance

When you create a support ticket with the Support Team, you might be asked to enable the Remote Assistance service in order for us to better diagnose the problem. To do so, please follow the following instructions:

Enable for Peplink Balance, MAX, FusionHub, and Surf SOHO

Devices using Firmware 6.0 or above

Login your Web Admin Interface as an administrator. By default, it is set as: 
192.168.1.1 (Balance)
192.168.50.1 (MAX and Surf SOHO)

Click the “Turn on” link under “System Information”,  as specified by the following screenshot:

http://”IP of your device”/cgi-bin/MANGA/support.cgi

please navigate to “Support”, then “Support Information”, and click the button near “Remote Assistance Status”, as indicated by the following screenshot:

 

Remark: If you have a firewall in front of the device, you will need to make sure that it allows access to ra.peplink.com through TCP port 443.

Enable for Pepwave AP One, AP Pro, and Flex AP

• Login your Web Admin Interface as an administrator and click the Misc link on sidebar:

• Click on the Remote Assistance tab then click enable. Click Proceed to finish enabling remote assistance:

 

Remark: If you have a firewall in front of the device, you will need to make sure that it allows access to ra.peplink.com through TCP port 443.